A helpdesk enabling businesses to effectively manage and monitor customer inquiries and support tickets across multiple channels.

The MooseDesk helpdesk system comprises two elements:

• Conversation channel
• Ticket and Customers Management

Conversation channel #

In MooseDesk, a conversation channel refers to the various methods through which customers can interact with your support team such as Email, Webform and Help Widget. You can learn to set up webform or Contact Us form here

Email Configuration #

Email configuration is a tab inside of MooseDesk channels settings that allows you to manage your email channels. When you install MooseDesk, you have the option to set a name for your default MooseDesk email [Optional name].moosedesk.com. All the tickets from different channels will be sent and received through this email. You can change that by adding a new email address of your own in the Email Configuration tab.

To access email configuration, navigate to “Settings” > “Channel” > “Email Configuration”. From there you will be able to add and customize your email channels

Explore ways to add new email channels here

Widget #

The Help Widget is located at the bottom of your page, acting as a ticket-receiving gate for your help desk. Help Widget configuration involves setting up and customizing a form on your website that allows customers to submit support requests or inquiries directly to the MooseDesk helpdesk system.

To start customizing your Help Widget, navigate to the “Settings” > “Channel” and then “Customize Widget“

Explore how to add widget to your store

Ticket Management #

A Ticket refers to a Customer support inquiry or request that is logged and tracked within the platform. It serves as a central point of communication between the Customer and the support team with the purpose of resolving issues or queries.

All your tickets are just one click away in the “Inbox” tab

Note: The list will be refreshed every 5 seconds

Explore how to use MooseDesk to receive, reply your tickets

Customer Info Management #

The Customers tab is where you manage and access your Customers’ contact details. You can find the Customers tab from the main app navigation

Explore how to add, import customer into MooseDesk

Support Channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.